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Independent review
News
Earlier this year our non-executive board commissioned an independent review of our service to look at where we might be able to do things better.
Published 12/07/2018 Last updated 27/01/2021
E-scooters, insurance and the law
Data and insight / Our insight
Paul Whiteing, Lead Ombudsman and Director of Investigations Casework, explains that with more people thinking about e-scooters as a form of transport, it's important to check your insurance cover to make sure you’re not caught out following an accident or theft.
Published 13/01/2022 Last updated 13/01/2022
Join our digital transformation
Data and insight / Our insight
Nicola Wadham, Chief Information Officer, outlines the digital and technology changes taking place at the Financial Ombudsman Service and why it’s an exciting time to be leading the work on our IT strategy and systems.
Published 21/01/2022 Last updated 21/01/2022
A customer claims for damage to a property he was only visiting periodically
Decisions and case studies / Case studies
Ken contacted us because he disagreed with his insurer's decision after his property was broken into.
Published 08/03/2019 Last updated 11/07/2025
Consultation opens on our strategic plans and budget for 2019/20
News
Today we published a public consultation about our proposed strategic plans and budget for the financial year 2019/20.
Published 17/12/2018 Last updated 19/05/2021
A new Consumer Duty – setting a higher standard of care for consumers
Data and insight / Our insight
The Financial Conduct Authority (FCA) is introducing a new Consumer Duty that will give consumers a higher level of protection. In this blog, Ombudsman Leader, Simon Rawle, outlines the new Duty and how the Financial Ombudsman Service is working with the regulator and stakeholders during its implementation.
Published 08/08/2022 Last updated 28/06/2023
Property left empty due to owner’s illness but claim still rejected
Decisions and case studies / Case studies
We were asked to look into Zena's rejected claim after a burst pipe caused damage in her home. Her insurer rejected her claim, as they said that she had left her home unoccupied for over a year.
Published 08/03/2019 Last updated 11/07/2025
A warning about scammers
News
We’ve heard that a number of people have recently received calls from scammers claiming to be from the Financial Ombudsman Service.
Published 27/06/2018 Last updated 27/01/2021
Employee seeking legal support for employment tribunal has claim rejected
Decisions and case studies / Case studies
Toby was in a dispute with his employer and after starting tribunal proceedings, he tried to claim for his legal expenses. But his insurer refused to pay.
Published 08/03/2019 Last updated 11/07/2025
Consumer complains when his insurer declined a legal expenses claim during work pension dispute
Decisions and case studies / Case studies
Roger came to us to investigate when his claim for legal expenses was turned down whilst he was pursuing a dispute about his work pension.
Published 08/03/2019 Last updated 11/07/2025
